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MT SecureTrade - Accounts BLOCKED

Discussion in 'Online Casinos' started by brianmon, May 12, 2016.

    May 12, 2016
  1. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    I recently tried to log in to my account at Betspin, and found it had been blocked.

    After contacting their support, I was told that my account had been blocked because I self-excluded at Guts, and that I’d have to contact Guts directly, to sort things out.


    Quite some time ago, I asked for my account to be closed at Guts. It would have been, maybe a couple of years ago, because they were operating under EveryMatrix (one of the main reasons for closing the account).

    When Betspin opened, I contacted Ben, the then Guts rep, to check that since I had closed my Guts account, everything would be ok for me to join Betspin.

    He confirmed there’d be no problem joining Betspin. So I went ahead and joined

    Since then I have made many deposits and withdrawals, and been verified at Betspin

    So why is there suddenly a problem?

    I have also found that I can no longer log in to Rizk, although no message is displayed about being blocked.


    I emailed Guts support on Monday, and got an automated reply, confirming that they had received my email. It's now Thursday and I still haven't heard anything from them

    Anyone else had any problems?
     
  2. May 12, 2016
  3. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Yes, had this earlier this year (there is a topic about this elsewhere on the forum - quite a few members had similar problems when Rizk opened their doors).

    I managed to get my deposits back from both Guts and Rizk whilst I was playing during the self excluded period (I self excluded at Betspin not for gambling problems). You may be able to do the same.
     
  4. May 12, 2016
  5. b3b44

    b3b44 Senior Member

    Occupation:
    own business
    Location:
    netherlands
    Thats why i don't close my accounts at EM i just don't go back if i don't like it...
     
  6. May 12, 2016
  7. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    I wouldn't hold your breath on a response from Yits; he's logged in only once in 5 weeks and even then only after Bryan poked him with a stick, so you might be better to direct any Qs regarding self exclusion to the Captain who is pretty much always in, or if specifically regarding BETSPIN , to Magnus
     
  8. May 12, 2016
  9. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
  10. May 12, 2016
  11. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    I never self-excluded at Guts though. I asked for my account to be closed.

    Had I self-excluded, I doubt that Ben would have told me I was ok to join betspin, and like I say, I've made withdrawals and been verified by Betspin
     
  12. May 12, 2016
  13. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    I haven't contacted Yits or any of the reps here.

    I contacted Guts Customer Support. It is they who aren't replying
     
  14. May 12, 2016
  15. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    I'm sure they will fix it for you. It's just irritating now to not be able to tell anyone to send a message to the Guts rep here.
    Captain Rizk do reply and I'm sure he can contact Yits for you.
     
    1 person likes this.
  16. May 12, 2016
  17. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    That is the only reason I can think of that they would close your accounts at the other casinos. Probably an administration error on their part.

    If they refuse to re-open your accounts, then if you made losses I would ask for those losses back.
     
  18. May 12, 2016
  19. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    CS should certainly get back to you, but might be more expedient to pm Magnus/The Cap'n....like said, the Cap'n is in every day (a lot) so he should be able to help here, whereas CS might not be able.
     
  20. May 12, 2016
  21. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    I had a load of grief over this too, never did get my answer from Yits as to why a SE a/c at Guts was suddenly opened during the live chat at Rizk when my account there was inaccessible (yet this was denied!) when I pointed out I shouldn't have been allowed to play there if they enforced the cross-license rule. Apparently the Rizk CS could NOT activate my Guts a/c despite the remarkable coincidence it became open right when I was on live chat, having been locked out 2 minutes before when I tried during the chat.

    So just closed the lot of 'em never to return.
     
    1 person likes this.
  22. May 12, 2016
  23. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Think it is really clear by now that what is needed if a person uses SE or TAB at one casino then the system should be set up so it mirrors such account closures on all names / brands under the same company with immediate effect. To say this cant be done is rubbish. Some programming needed for sure ...

    it gets tricky for white labels because do they act separately or not ?

    this whole SE is a mess and needs to be fixed one time for all. I wont use SE these days but do use TAB & Depo limits....

    but if I TAB on one site will that cover another under the same company ? never seem to get a straight answer on that ever.

    And people take breaks for any number of reasons not always gaming related. I was out of the country a short while back so
    paused some of my accounts using TAB just because I dont want the risk of anyone accessing them. So it was a peace of mind thing.

    They need to sort this one though for sure.
     
    2 people like this.
  24. May 12, 2016
  25. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    This group have fixed it now so if you SE on one of them then all are closed or you can't sign up.
    It's for those who closed their accounts erlier that still creates a mess obviously.
     
    1 person likes this.
  26. May 12, 2016
  27. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    It can be done. Bear group, with Spin genie, BGT Games, Pocket Fruity and Slingo for example. If you set a deposit limit in one, lo and behold! it's copied in all the other ones. They don't do that for TAB though, but do for SE. So yes, you're correct. It can easily be done, and there is a case-in-point
     
    1 person likes this.
  28. May 12, 2016
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Even so, the procedures are ONLY relevant where a player specifically closes an account as a "gambling problem" related self exclusion. Other types of account closure are not "self exclusions" and are not covered by this licensing rule, hence the casinos are getting it wrong here. If they DO admit that they have locked out a player due to a self exclusion from another site, the regulations require them to refund all the deposits for failing to implement the regulation properly and preventing registration. However, where a closure at a related group has nothing to do with self exclusion, there is no obligation to refund deposits.

    The UKGC expect the industry to cooperate and set up an industry wide SE database to cover all sites operating in the UK, so that SE at one would mean a total block on all others, whether related or not, at registration, not after a few deposits have been made. It will then be very costly for the industry to call every account closure a "self exclusion" as defined by the regulations, as they will be unnecessarily shutting out players from the industry, and permanently, as this is how SE is supposed to work.
     
  30. May 12, 2016
  31. miksaxxx

    miksaxxx Senior Member

    Occupation:
    Computer related
    Location:
    Finland
    ...

    I think you should ask casinoben . He can check is account SE or, closed just normal way..
     
  32. May 12, 2016
  33. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    I asked Ben last year when Betspin opened, and was told by him that there was absolutely no problem in signing up with them.

    I've made many deposits and withdrawals at betspin too.
    Although I only made one deposit and no withdrawals from Rizk
     
  34. May 13, 2016
  35. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    Finally a reply from Guts

    Hi Brian

    Thank you for your message and apologies for the delayed answer

    This has been looked into and rightly so, you asked for the account to be closed and not excluded. The incorrect closure method was applied at the time (exclude instead of just close). I have sorted this on Guts end, so the account remains closed here (not excluded) and as such you will be able to access your Betspin account should you contact them again

    Let me know should you have any questions.

    Have a great weekend!

    Kind regards
    Emir

    Guts Customer Support




    So, they self-excluded me, rather than close the account :eek::eek:
    Maybe it was the easier option for the CS agent at the time :rolleyes:
     
    2 people like this.
  36. May 13, 2016
  37. fun4all

    fun4all Senior Member

    Occupation:
    .
    Location:
    .
    I am of the opinion that is a terrible thing for whoever closed your account to have done. It could have seriously unfair ramifications for a player in the future, especially if they are from the UK. Shame on whoever did that originally at Guts, but at least it is sorted now. I would still complain to CasinoBen about that if you can (given he is at the top still in some capacity?)
     
  38. May 13, 2016
  39. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    Ben's still around but his purview is outside the day-to-day casino operations.
     

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